FAQ

About Placing Orders

I placed an order, but I haven't received an automated reply.
If you do not get an email from us within 5 minutes after order, you may have entered an incorrect email address or not completed your order.
Please contact us via email at sonnyangel_info@sonnyangelusa.com.
Please include your order number (or your name, phone number, address, and order details) on our contact us form.

※Please note that we may not be able to accept your request if your order has already been shipped.

I received a wrong or defective product. I need a replacement.
If you receive a defective product, please inquire using our contact us form within 7 days after the product’s arrival. We will check our stock and exchange it with a brand new or similar product.  Please understand that after 7 days, we cannot accept any requests for replacement of defective products.
Returning Products
If delivered item(s) are different from what you ordered, are broken or stained, we will accept order returns/replacements.

Please note that under certain circumstances however, products cannot be returned or replaced.

■Sonny Angel Minifigures:  If package has been opened, it cannot be returned or replaced.

■Other items:  We may accept returns or replacement requests if you agree to pay the postage and service fees.  Please contact us to request return/replacement providing your order information and reason for your request.

<Shipping cost for returned products>
You are responsible for shipping costs if products are returned at your request. However, if an item exchange occurs due to defective product or incorrect delivery, we will cover the shipping cost.

Payment

How can I change my payment method?
Please use our contact form and include your order number, your name and your preferred payment method.

※Please note that we may not be able to honor your request.

About Credit Cards

Why did my credit card transaction fail?
We employ a number of "fraud prevention" checks in credit card processing.  If your transaction fails, you should receive some indication as to the reason.  If you do not understand why the transaction failed, please contact your credit card company directly to inquire about the reason for the payment failure.
When will I receive a refund for orders cancelled after check out?
Timing of refunds depends on your credit card company's closing date and billing date.
For more information, please contact your credit card company directly.
What is 3D Secure?
3D Secure is a credit card screening process which benefits all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, 3d Secure reduces the likelihood of fraudulent usage of Visa, MasterCard and Amex credit cards and improves overall transaction performance.

※ Please contact your financial institution for more detailed information.

Shipping and Delivery

How much is the shipping fee?
For US orders valued over $27.00, shipping is free.  For US orders under $27.00, we will charge $7.90 for shipping.  
For orders from Canada, we charge a flat rate of $45 (shipping and pre-paid customs clearance and duties).
We DO NOT ship to transshipping agencies.
When will my order be shipped?
Most orders are shipped within 5-10 business days, often sooner. Pre-ordered items will be shipped on the release date.
Do you deliver to hotels?
We can deliver to hotels.
Please place an order at least two weeks in advance of your stay.
When you place an order, please enter your check-in and check-out dates and reservation name in the note fields of checkout screen.
What should I do if I haven't received the item that was shipped?
Please contact the shipping company directly with the tracking number provided in the "Shipping Confirmation Email" .